On Sunday November 28th I purchased a 40 Inch LCD Dynex TV for $469.99. An employee from Best Buy loaded the TV into my backseat and I took the TV home and my daughter and I unloaded the TV and took it inside our home. I laid the TV on its side, to slide it out and noticed that the screed looked cracked. I at first thought that it was wrinkles in a protective film covering. However the screen was actually shattered in one area.
I immediately began to try and access what must have caused this and examined the box to see if there were any markings that would indicate transportation or warehouse damage. The box showed no signs of any damage. When I received the box it was completely sealed. We were all very disappointed as you can imagine, but having worked retail myself, I explained to my daughters that many things can happen and there must have been some kind of accident in either transporting the TV to the store or in the warehouse.
Later that evening I decided to look in the box to see how big the stand was that came with it because I wanted to make sure it would fit on our TV stand. There was no stand in the box. I looked around the room, but as we never even took everything out of the box it was obvious that there never was a stand in the box to begin with. This caused me some concern as I could not understand how a taped up box with no damage on the outside could be shattered and be missing the TV stand. However, again drawing from my own experience and seeing so many odd things happen, I did not give it much further thought.
My daughters asked me if we could take it back, and I said of course we can. It's Best Buy and we did nothing wrong. We never even came close to bumping the box while unloading it.
The following day, we loaded the TV back into the car and went to return our TV. We walked in with our receipt and another associate helped us unload the TV. We then stood in line at the return desk and when our turn arrived told the associate what had happened. She then called for a supervisor from Geek Squad to come and examine the TV. At this point I thought that was completely reasonable and normal. The gentleman from the Geek Squad began to tell me that there was no damage on the box and the stand was missing so it could not have come like this. Now I began to be concerned. I told him the whole truth and he seemed to be convinced that we had dropped or damaged the TV in some way.
He then went over and talked to the GM along with a female associate from Geek Squad. The gentleman from Geek Squad then came back and told me they could not return the TV. I was in shock and tried to explain to them that there was no way we damaged the TV as we were very careful and set it down gently on a carpeted floor. It would have taken quite a jolt to do that kind of damage. He stood his ground so I asked to speak with the Manager.
I told the manager how disappointed I was as I was a very loyal and long time Best Buy customer. I in fact always tell people how Best Buy is my store. (That is I used to do this) I told him I had purchased thousands of dollars over the years and deserved the benefit of the doubt if anyone did. He also stood his ground and made me feel like a criminal of some sort. I was very much in shock and started to get angry. I asked him for the name of his boss, but all he would do is write his name (Mark Stewart) on the receipt and write down 1-888-Best-Buy for me to call. I knew this would get me no where, but I did not have much choice as I was now out roughly $500 including tax. The TV was worthless to me so I told him just to keep it as there was nothing I could do with it and I was basically being ripped off by what I thought was a very reputable company. He did offer to sell me another TV for half price. I was insulted and this made me even more angry. However, I kept my cool and left without another word. My daughter was almost in tears as she sat there in disbelief.
I called 1-888-best-buy and was finally transferred over to customer relations, was put on hold for 15 minutes and finally talked to someone. They told me to send in an email from the website. Wow, such great service and help. It was late by this time so I decided to begin again the next day.
I called the number again, was put on hold for 20 minutes this time and finally spoke to someone who genuinely seemed to want to help. I gave him two phone numbers and asked him to pull my shopping history so he could see that I really was a good long term customer. He said he would call the store and give them my history and appeal for them to change their mind. He put me on hold, spoke to an assistant manager at the store and she said she would investigate and give me a call by the end of the day. Surprise, surprise, no one has ever called me back. I have been very busy at work and have not had an opportunity to call again so I came here to share my story.
I so so disappointed and heart broke because this has always been my favorite place to shop. I realize now I should have kept the TV and tried another store, just in case this manager is just impossible to deal with. I know that sometimes happens. However, I was so upset and confused that I could not believe I was being treated this way at Best Buy.
Bottom line. I will never shop again at a Best Buy and I will not rest until I have shared my story through every avenue possible. I would not recommend shopping at Best Buy, but if you do, please make them open the box and make sure they are selling you a usable product. At Best Buy, it seems that the new standard is, "BUYER BEWARE" These are sad days indeed.